Application Support Analyst

CoralTree Hospitality • Englewood, CO

2d • Hybrid

About The Position

The Application Support Analyst is responsible for Tier II support of resort, hotel, vacation rental, and CoralTree Home Office application systems. This role reports to and assists the Sr. Director of Applications with projects as needed, including new application installations, integrations, and software upgrades. The role works directly with property Directors/Managers of IT to investigate issues and partners with vendors on solutions, and helps maintain CoralTree's security requirements, including PCI/DSS and PII compliance, working closely with the Security & Infrastructure team.

Requirements

• Minimum 2 years of experience in IT operations, application support, or a related IT support role
• Experience troubleshooting and resolving technical issues related to business applications and integrations.
• Excellent written and oral communication skills, including the ability to explain technical concepts to non-technical users and work effectively with vendors.
• Technical documentation writing experience.
• Strong organizational and time management skills, with the ability to work independently and manage multiple deadlines.
• Consistent service delivery and a customer service mindset for day-to-day support and high-priority escalations.
• Adaptability and willingness to learn new systems within a growing portfolio and an evolving technology landscape.
• Curiosity and enthusiasm for hospitality technology.
• Proficiency with the Microsoft Office 365 suite.

Nice To Haves

• Hospitality technology experience preferred.
• 1–2 years of hospitality experience preferred.

Responsibilities

• Provide Tier II technical support and troubleshooting for applications, interfaces, and integrations, including PMS, POS, Spa, Golf, other guest-facing applications, and related integrations.
• Troubleshoot down-system issues and provide after-hours support as needed for critical system outages.
• Investigate and help resolve or escalate issues reported to the Applications team.
• Follow up with vendors on escalations until a satisfactory resolution is provided.
• Meet with assigned vendors on open tickets and development items.
• Assist in the implementation and testing of new integrations and applications.
• Help develop and maintain technical SOPs and documentation.
• Work with cross-functional teams to determine and investigate suitable solutions.
• Assist with application technology projects as assigned.
• Work closely with Directors/Managers of IT at properties on projects and escalated application issues.
• Coordinate with the Regional Directors of IT (West, East, and Residence Collection) on property-level application issues and projects within their regions.
• Coordinate with 3rd Party Support at properties without a dedicated onsite IT FTE on application-related issues.
• Help maintain PCI/DSS and PII compliance across all systems and solutions, working closely with the Security & Infrastructure team.
• Other related tasks as required.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed